We offer Return and Exchanges on all Readymade products within 14 calendar days. If 14 calendar days have passed since your received your item, we cannot offer you a full refund or exchange and you will be responsible for all return postal fees.
To be eligible for a return, your item must be unused, unworn, unscented, unwashed in the original condition and packaging that you received it inx All products are quality checked by at least two separate members of staff before being dispatched to ensure they meet our high standards of quality control.
Several types of goods are exempt from being returned. Due to the nature of the product being made to order Customade products are exempt from any form of return or exchange.
Additional Items are except from return or exchange:
- Perishable goods such as food.
- Gift Cards
- Outlet/clearance items which are clearly marked as non exchangeable or returnable.
There are certain situations where only partial refunds are granted:
- Manufacturer fault claims with clear signs of use – down to company discretion.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned without its original packaging/parts.
If you wish to request a refund or exchange an item please contact us via Email or Whatsapp (+447946407073) with the following information:
- Full Name:
- Contact Number:
- Order No:
- First line of Address:
- Items to Refund request:
- Reason (if any):
A member of staff will then respond within 72hrs confirming your request is now open, provide our return address and confirm when the item needs to be received by. Please note our Free UK postage or any subsidised postal fees are considered a gift, on the occasion of a return the full cost of this cost will be deducted from the Refund.
Ensure you use a safe and trackable form of Delivery as you are responsible for the item until it reaches us. Once the item is received it will be carefully inspected within 10 working days to ensure the item is in the outlined condition. If your item is approved your refund or exchange will be processed. In the event of a refund request a credit will automatically be applied to your credit card or original method of payment. For all Card payment customers an Admin Fee of at least £2 will be deducted to cover card processing fees, this does not apply to UK Bank Transfer customers or customers requesting a refund to a coupon code.
You will receive two emails to confirm your refund has been issued and this should reflect on your account within 5-7 working days depending on your payment provider.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org or Via Whatsapp (+447946407073) where a member of staff will respond via 72 Hours.
Only regular priced items may be refunded. Sale items cannot be refunded.
Once the item is received it will be carefully inspected within 10 working days to ensure the item is in the outlined condition. You will be contacted to confirm the if your item has been accepted or rejected and a replacement will be agreed subject to availability.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a Coupon Code will be issued to you..
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will be notified regarding your return.
To return your product, you should mail your product to the address provided..
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We cannot accept responsibility for items that were damaged or lost during transit, the customer has full responsibility until the item is delivered to us.
Contact us at Maisonalmuhajabaat@hotmail.com or Whatsapp (+447946407073) for questions related to refunds and returns.